FAQs

Momiji are message dolls. You can find out all about them here.

We design and sell Momiji dolls through our own website and this is the main source of Momiji dolls. We ship from the USA, the UK and Dubai.

In addition to our own website we do sometimes team up with specialist stores who do a wonderful job presenting Momiji dolls and telling our story.

You’ll find a selection of Momiji in a handful of very special stores around the world. If you’d like to become a Momiji stockist then drop us a line and tell us a little bit more about your store.

The best way is to search eBay or Gumtree in Europe, Australia and the Americas. If the doll you are searching for is not there then you can set up a Google Alert here: www.google.co.uk/alerts but do change the regional domain to that of your choice, e.g. ".co.uk/alerts" to ".com/alerts". Read more about finding rare Momiji here.

We love to hear from new designers. You can find out more about submitting your work here.

We’re in the United Kingdom. You can learn more about us here.

For all returns please email us at help@momijihq.com before you send off your package.
We never want Momiji dolls to be at a home where they are not wanted and so we are happy to have them back.

We ask that you return them in the box in which they were delivered and to the address written on the paperwork.

Please return the original paperwork with the order and we suggest you take a copy (maybe a photo on your phone) or note down the key details.

Once we have the doll(s) back safely and they have been checked as re-saleable, we will then refund the cost of the doll(s) and the outbound shipping to you.

The amount you paid will be refunded and we can only refund the money to the payment method you used to pay.

If you’re returning your dolls because you’ve changed your mind, then you will need to cover the cost of return postage to us and this can’t be refunded.

Just drop us an email to help@momijihq.com attaching a picture of the damage.

We ship from the UK for Europe and elsewhere.

We ship from Las Vegas, NV for the USA, Canada and the Americas.

We partner with Back2Games to ship from Dubai to serve the Middle East.

You should automatically be taken to your nearest hub but you are welcome to browse and shop any of the hubs we have available.

You can select your country during the checkout process. If your country is not on the list then we don’t currently ship to your country.

During the times of Covid-19 we have temporarily removed some countries from the list where we have been advised of difficulties in delivery.
 

Your order will normally be dispatched within 24 hours of receipt within the working week and is often the same day depending on the time of day the order is placed.

Orders placed at the weekend will generally be dispatched on the following Monday.

You can select your country during the checkout process. If your country is not on the list then we don’t currently ship to your country.

During the times of Covid-19 we have temporarily removed some countries from the list where we have been advised of difficulties in delivery.

If we do not show your country then you might consider shipping to a parcel forwarder. For example, you can send a package to MYUS.com and they will forward the package to you.

Please note that we are only responsible for the delivery to the US address in this case and not the onward journey.

The nearer you are to one of the warehouses (UK, USA, Dubai), the quicker the shipping.

It also depends on which shipping method you choose. You’ll see all the options when you place your order along with estimated times as provided by the carriers.

As a general guide, please see below.

Orders within the US are quicker the nearer you are to our Nevada warehouse.

• International Airmail by national carriers can take from 5-20 days
• International couriers take 1-4 days
• Orders sent from the UK use a variety of carriers and you will be sent the details along with the shipping confirmation.
• Orders sent from the USA use DHL,  UPS and USPS. 

Some countries are more expensive to ship to.

If you would like us to let you know the cost please contact us on help@momijihq.com.

There are no duty or taxes if:

• You are ordering for delivery within the EC from the UK warehouse
• You are ordering from the USA for delivery in the USA 
• There may be duty or VAT/sales tax to pay if you are ordering from outside of the areas listed above.

It will be clear on your order where the order is being shipped from. Different countries have their own policies and values collected.

Please contact your local government offices for precise details but here is a general guide that you may find useful: http://www.dutycalculator.com/country-guides. 

We accept Visa, Mastercard, American Express, Klarna and PayPal.

You can use any currency available to you from the dropdown menu at the top of the order page. The website will guess your location and suggest a currency for you. You can change this if you wish.

There are two areas where your card may be declined.

First, make sure that you have entered incorrect information on our website. Incorrect information will result in an error arising - please see list of possible areas of error in the list below.

If the details entered are correct, the error will be as a result of an issue via your chosen payment method and you will need to contact them directly to authorise the transaction. 

If your card is declined, please first check the common reasons below and, if you are still having issues, contact the provider of your chosen payment method or try another method.

Common reasons for card decline are:

• Error on entering card data: please re-check all of the numbers including the 3 digit code and date of expiry. Check the format matches that indicated in the boxes before you enter anything.
• Billing address error: check the billing address and the name on the card are 100% accurate
• Card is expired
• Card is at its credit limit
• International transaction held: this sometimes happens with US orders as we are a British company. If you call your bank they will allow the transaction and probably allow any future transactions without any delay. The US has many banks, all with their own rule variations and policies.

Cards are issued by many banks around the world and they all have slightly different processes and security procedure.

Yes, we use a Shopify Payments.

You can read more information regarding payments in our Terms and Conditions.

Yes. In fact, loveMomiji.com does not store credit card details on the website.

We leave that to the experts.

They allow us/you access to their secure services and when you choose to store your details it is merely the authority (a token) to use the card rather than the details that are being stored.

It means your card details can never be stolen from us as we don’t keep them.

Your order confirmation is emailed to you immediately after you place your order from our white listed (secure and approved) server. It can take a couple of minutes to arrive.

If you cannot see it please check your spam (junk) folder. If it is not there, please head back to your account in lovemomiji.com and re-print your order or take a screen grab.  

Your order is immediately sent over to the warehouse where it will be processed so we can’t accept changes.

It is important that the delivery address is correct before you complete your order. If there is a problem then please contact help@momijihq.com as soon as possible in case we can help.

Your order will have been sent out as outlined in the Shipping Time and Costs section above.

You should have received a notification that your order has been dispatched as well as the shipping method and tracking number if applicable.

Sometimes tracking follows later, so if you are missing this do check your account and if it is not there then email us on help@momijihq.com.

It’s ok! We’ll find a good home for the doll.

Please see the next section on how to return your order

Your receipt is the order confirmation. A packing list comes with the order. If you have an account then you can see the order history at any time.

No, you can simply place an order as a Guest if you like.It does mean that you won’t be able to see your order progress for yourself but you can alway email us if you need information.You will receive the order confirmation and shipping confirmation as usual.We are required by law to keep the details of the transaction

Having an account with us means that you can easily follow your order progress with us and also order quickly when we launch limited edition dolls which can sell out very fast.

Some of the smaller editions may sell out within an hour to it’s beneficial to have as many details stored with us as you are comfortable with

It also means you can see you account history over a period of time as well as use the Wishlist to add dolls that you may wish to buy next or send to a friend.

Yes. Our site is scanned regularly for malicious activity and is PCI compliant to the level required by the payment processors.

You will see the lock sign in the address bar which is the reassuring standard of a secure site.

The minimum is simply your email address and password. After that you can build more information as you wish

Simply enter your email address in the login box and click “forgotten your password?”, then follow the instructions

You can do this once you are logged into your account

Yes, just log in and change the details to your new ones